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Wallboard

A real-time contact center wallboard for the floor TV and for Flex. One renderer draws the same board in both places:

  • On a TV or any browser, through a revocable link, without a Flex login. See Showing a board on a TV.
  • Inside Flex, as a live preview with a full-screen Present mode.

Boards are built from tiles: big numbers, bullet graphs, charts, a queue table, agent cards, a waiting list, a clock and more. Supervisors edit boards in Flex by dragging and resizing tiles, or describe a tile in plain words and let the AI build it.

The default board​

New installs start with the Contact Center Overview board: 10 tiles on a 12 × 8 grid.

  • Live KPIs: waiting now and longest wait.
  • Today's KPIs: service level as a bullet against its target; abandon rate, handled, ASA and AHT, each with a delta against yesterday.
  • Agents: a state bar (on task, wrapping, available, unavailable).
  • Queue table: live per-queue numbers next to today's numbers.
  • Volume: offered vs handled by hour, with yesterday overlaid.

Other templates cover queue health, the agent floor, a day summary for leadership and the outbound dialer. See Boards and the editor.

Where it lives in Flex​

Supervisors and admins open the boards from the Flex side navigation:

  • as the TV boards section of the Supervisor Console when that feature is enabled;
  • otherwise as a Wallboard item of its own.

Agents do not see the wallboard in Flex.

Where the numbers come from​

  • Live numbers (waiting, longest wait, agents by state) come from TaskRouter real-time statistics, read centrally by Floor Walker. Screens read Floor Walker's copy, so adding TVs never adds Twilio API calls.
  • Historical numbers (service level, abandons, ASA, AHT, trends) come from TaskRouter events that Event Streams sends to Floor Walker. They use the same metric definitions as Reports and the Supervisor Console, so a number on a TV, at a supervisor's desk and in a report over the same period is the same number.
  • Dialer tiles read the outbound dialer. See Data sources and setup.

In this section​

PageCovers
Boards and the editorTemplates, editing, board settings, alert colours, broadcast banners
Tiles and metricsTile options, chart types and every metric a tile can show
Showing a board on a TVTV links, rotation, the kiosk page
AI tilesBuilding tiles from a sentence, the AI shift summary
Data sources and setupEnabling the feature, Event Streams, live TaskRouter numbers, dialer tiles